Servicenow Developer - FSM, CSM

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May 28

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Kyndryl

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Enterprise • Cybersecurity • SaaS

Kyndryl is a leading IT infrastructure services provider, serving thousands of enterprise customers worldwide. The company specializes in designing, building, managing, and modernizing complex, mission-critical information systems. Kyndryl offers a range of services including IT consulting, cloud services, cybersecurity, data and AI solutions, and digital workplace transformation. With a strong focus on innovation, partnerships, and co-creation, Kyndryl helps businesses tackle IT complexity and drive operational excellence. The company operates across various industries such as automotive, healthcare, banking, and more, providing expertise and solutions to address industry-specific challenges. Kyndryl's global network and strategic alliances empower enterprises to adapt to the evolving technology landscape, ensuring their essential systems are reliable and efficient.

10,000+ employees

Founded 2021

🏢 Enterprise

🔒 Cybersecurity

☁️ SaaS

📋 Description

• Develop and implement ServiceNow CSM, FSM, and other modules from initiation to completion, tailored to meet customer requirements. • Perform system testing, troubleshooting, and issue resolution during the implementation phase. • Collaborate with technical teams to define integrations with other systems and applications, ensuring seamless data flow. • Write and update scripts (JavaScript) across various modules to develop rules, workflows, APIs, and integrations. • Focus on high code quality and re usability, ensuring solutions are efficient and maintainable. • Create and manage case management workflows for efficient issue resolution. • Create and manage knowledge bases to support self-service and enhance support efficiency. • Create, execute, and evaluate customer feedback surveys to maintain consistent service enhancement. • Manage multiple communication channels for a seamless customer experience. • Implement customer service best practices to enhance service quality and ensure customer satisfaction. • Create and analyze customer journey maps to identify areas for improvement and address pain points effectively. • Enhance field service processes from dispatching to tracking and reporting, thereby increasing overall service quality and efficiency. • Tailor and configure ServiceNow FSM applications to fulfill business requirements, encompassing the creation and maintenance of forms, workflows, notifications, and reports. • Integrate ServiceNow FSM with other systems and third-party applications for smooth data flow and automation.

🎯 Requirements

• 8+ Years of hands-on experience in ServiceNow development. • 5+ years of experience in developing and implementing ServiceNow CSM solutions, with a focus on case management, knowledge management, surveys, and omnibus-channel processes. • Experience in developing and implementing ServiceNow FSM solutions, particularly focusing on work orders, tasks, scheduling, and resource management. • Completion of Customer Service Management (CSM) Professional Plus Suite. • Certified Implementation Specialist - Field Service Management) certification in ServiceNow, CIS-CSM (Certified Implementation Specialist - Customer Service Management) certification.

🏖️ Benefits

• Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. • Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. • Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.